Timberland Exteriors, Inc.
GQ All-time Recommend Rate: 100%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 168
Type of Firm: Full-service Remodeler
CEO: Paul Trautmann
1. Demand for services is stronger than ever. Supply delays are widespread. Building product prices are rising. Please name the concrete steps you take to keep customers satisfied as timelines and prices are fluctuating?
We set realistic expectations up front and let people know of the unexpected challenges that may delay their project. Most people are understanding. To keep people informed we set up a line of communication by text with the homeowners, project managers, sales person and whoever may be involved in the project. Company Cam is a photo app we use that allow our entire team to photo log the project. This photo timeline is then shared with the homeowners so that they are always kept up to date in real time. They can be comfortable to be at home or not and always have access to the photo’s being taken on their project.
2. A good remodeling or home improvement firm knows the limits of its capabilities to take on additional work. What do/would you communicate to clients when you cannot handle their job and must decline their inquiry?
If we are presented with an opportunity that we are not able to handle we will refer them on to other contractors we trust. We are fortunate to have connections with other exceptionally qualified contractors who we would trust working on our homes. Don’t get me wrong, nobody likes to turn down business, but if we have do we want to make sure they get their work done properly and to the highest level of quality possible.
3. During busy times like these, operational adjustments are needed in order to take on more work, often with the same level of staffing. What steps have you taken to ensure a quality experience despite the added workloads for your team?
We have remained fully staffed and able to handle a large amount of work. We are hesitant to add staff or labor that we are not familiar with just to take on more work. This is when quality suffers and the results of the work become unacceptable to us. We would rather continue to do the highest level of quality possible with the staff we have. If we set the expectations with the homeowners, most will choose to wait for us rather than have another contractor work on their home.